<br><font size=2 face="sans-serif">hello,</font>
<br>
<br><font size=2 face="sans-serif">there's one simple thing you could do
:</font>
<br>
<br><font size=2 face="sans-serif">in RT_SiteConfig.pm, change option UseFriendlyFromLine
to 0 : Set($UseFriendlyFromLine, 0)</font>
<br>
<br><font size=2 face="sans-serif">so RT will send the email using the
default queue's adress/name</font>
<br>
<br><font size=2 face="sans-serif">may it help</font>
<br>
<br><font size=2 face="sans-serif">Rapahël</font>
<br>
<br>
<br>
<br>
<br>
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<td width=40%><font size=1 face="sans-serif"><b>Brad Hughes <brad@staff.broadbandsolutions.com.au></b>
</font>
<br><font size=1 face="sans-serif">Envoyé par : rt-users-bounces@lists.bestpractical.com</font>
<p><font size=1 face="sans-serif">19/04/2011 01:30</font>
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<div align=right><font size=1 face="sans-serif">A</font></div>
<td><font size=1 face="sans-serif">rt-users@lists.bestpractical.com</font>
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<td>
<div align=right><font size=1 face="sans-serif">cc</font></div>
<td>
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<td>
<div align=right><font size=1 face="sans-serif">Objet</font></div>
<td><font size=1 face="sans-serif">[rt-users] Creating a custom correspdonence
template</font></table>
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<br>
<br><tt><font size=2>Hi List,<br>
<br>
We have just upgraded from RT 3.6.7 to 3.8.8.<br>
<br>
The first thing we noticed is that RT now uses the "Real Name"
variable <br>
to show who posted comments/replies into a ticket, instead of the <br>
"Username" variable, which we were previously used too.<br>
<br>
In our case, all staff members "Real Names" are set to our company
name, <br>
so after the upgrade we are unable to tell which staff member posted a
<br>
comment/reply because they are all listed as our company name. The only
<br>
reason we have our "Real Names" set to our company name, is because
we <br>
want our staff members names to remain anonymous in Correspondence to <br>
customers.<br>
<br>
I have no problem changing our "Real Names" to our individual
names, and <br>
that will fix part of the problem because we will then be able to see <br>
internally which staff member has updated a ticket, however doing that
<br>
will then mean that when we send Correspondence to customers, they will
<br>
see the staff members Real Name in the FROM field (eg John Citizen via
RT).<br>
<br>
So I believe as well as changing our "Real Names" to our actual
real <br>
names, I am also going to need to mofify the correspdance template, and
<br>
some how get it to strip out our Real Name in the FROM field, and <br>
replace it with our company name.<br>
<br>
The problem I am having is I cannot find documentation on how I could do
<br>
this.<br>
<br>
If someone could please point me in the right direction that would be <br>
much appreciated.<br>
<br>
-- <br>
<br>
Kind regards,<br>
<br>
Brad Hughes<br>
<br>
<br>
<br>
</font></tt>
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